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The purpose of this study was to investigate restaurant and foodservice workers’ perceptions of working with a service robot and the extent to which the workers’ well-being was impacted by a mandated service robot adoption.

This study used a qualitative methodology where 42 US restaurant and foodservice workers from two organizations were interviewed. The data analyzed generated 1,302 coded segments that clustered into six overarching themes.

The findings from this research revealed that restaurant and foodservice workers who regularly use service robots in the dining room experience a complex set of issues and challenges related to robot reliability, management training and support, leveraging the robot to entertain the customer, feelings of dread, anger and frustration, and indications of decreased physical exertion as a proxy for well-being.

As an initial qualitative investigation, the results of this study can be used as a starting point for quantitative investigations, as well as informing restaurant and foodservice industry stakeholders as to the best practices for a comprehensive and successful service robot adoption and integration.

This research presents an intersection between service robot technology acceptance with worker well-being using a broad range of frameworks including National Institute for Occupational Safety and Health’s Future of Work, SERVQUAL and technology acceptance models to gain a deep and rich set of service worker perspectives.

本研究旨在调查餐厅和餐饮服务工作人员对与服务机器人合作的感知, 以及服务机器人采用对工作人员福祉的影响程度。

本研究采用定性方法, 对来自两家机构的42名美国餐厅和餐饮服务工作人员进行了访谈。分析的数据生成了1,302个编码段, 分为六个总体主题。

本研究的发现显示, 餐厅和餐饮服务工作人员在餐厅使用服务机器人时经历了一系列与机器人可靠性、管理培训和支持、利用机器人娱乐顾客、恐惧、愤怒和挫折感、以及作为福祉代理的身体活动减少相关的复杂问题和挑战。

作为初步的定性调查, 本研究的结果可作为定量调查的起点, 并向餐饮服务行业的利益相关者提供有关全面和成功采用和整合服务机器人的最佳实践。

本研究将服务机器人技术接受与工作人员福祉相结合, 利用包括NIOSH的未来工作、SERVQUAL和技术接受模型在内的广泛框架, 获得了丰富多样的服务工作者观点。

Restaurant and foodservice workers who were formally “essential” throughout the global pandemic were disproportionately subjected to layoffs and furloughs, and are now slowly returning to the industry with expectations of equitable pay and benefits. Given the recent acceleration of the UN’s Sustainability Development Goals and its focus on decent work, the purpose of this study was to determine if restaurant consumers would be willing to pay for decent work that supported the social sustainability of restaurant workers.

Data were collected from 317 restaurant consumers during August 2023. Confirmatory factor analysis was used to validate the Decent Work Scale adapted for consumers. Structural equation modeling was employed to test the full behavioral model of decent work predicting willingness to pay, while bootstrapping was used to test the mediation.

The adapted Decent Work Scale for consumers strongly predicted their willingness to pay through a full mediation of Theory of Planned Behavior constructs (attitude, subjective norm, perceived behavioral control).

This study demonstrated that restaurant consumers were willing to pay for the decent work and social sustainability of restaurant workers. This study validated an adapted Decent Work Scale in the consumer context, whereas prior research utilizing the scale was of worker self-reports of decent work.

The purpose of this study was to examine the global perceptions of social equity in the fine dining business model as a result of the surprise announcement for the 2024 planned closure of the Michelin three-star restaurant, Noma.

This study used critical discourse analysis to inductively analyze 91 source documents retrieved through a lexical database search. The analysis yielded five overarching themes and six subthemes.

Findings from this study serve as a benchmark in retrospect for capturing a rapidly accelerating global conversation from January to March 2023 around the long-term viability and social sustainability of the fine dining business model.

Against the backdrop of labor challenges in the restaurant industry due to the Covid-19 pandemic and its aftermath, the announced closure of Noma precipitated criticism of the stage (unpaid intern) system and the intense pressures of attaining and maintaining Michelin star status.

Results from the discourse analysis suggest certification for fine dining restaurants, perhaps through the Michelin Guide, for demonstrating a commitment to social sustainability as a qualifier to achieve a Michelin star.

Findings from this research reveal a palpable change in societal tolerance for a more socially sustainable fine dining restaurant business model that advances equitable solutions for its workers while assuring the economic sustainability of restaurants.

This study drew upon a foodscape lens to reveal a juxtaposition between well-executed environmentally sustainable initiatives in the fine dining business model and the threats to the social sustainability among its workers.

Asynchronous video interviews (AVIs) enable recruiters and job candidates to conduct and review employment interviews at different points in time, promising improved cost and time efficiencies for all users. This research aims to investigate the implementation and normalization process of AVI in the hospitality industry with the unified theory of acceptance and use of technology (UTAUT) and the normalization process theory (NPT) providing theoretical support.

Semi-structured interviews have been conducted with hiring managers from three different hospitality companies, which were in different stages of the implementation process. The data have been recorded, transcribed and coded according to the UTAUT and NPT constructs, revealing emergent themes.

Five overarching themes emerged: AVI effort and efficiency expectation; augmentation to the interview process; challenges for the applicant; challenges for the recruiter; and issues with applicant interviewing aesthetics. Additional coding and analysis with NPT identified the following in terms of evaluation of the implementation process: participants’ implementation activities showed a tendency to emanate from cognitive participation (relationship work), leading to coherence (sense-making work), followed by collective action (enactment of work/operational work) and finally reflexive monitoring (appraisal work).

Findings from this research include recommendations for the best practices integrating AVI into the hospitality employee selection process.

Given the increased demands on the recruitment and selection of talent in the hospitality industry, several organizations have turned to mechanized HR software platforms. The impact of interview modalities and particularly AVI has received limited research attention, thus this study expanded this new stream of literature. Furthermore, this research is among a nascent stream using NPT to evaluate the implementation and normalization of this new technology.

Adopting an interdisciplinary perspective, the purpose of this paper was to posit an industry-wide technological intervention for hotel housekeeper safety and health through the advancement of wearable technology.

Using the task-technology fit (TTF) model and examples of successful safety and health applications of wearable technologies in the health-care and construction management industries, interventions and future research directions are presented to address workplace hazards experienced by hotel housekeepers.

The fit between a variety of hotel housekeeper user requirements, task demands and wearable functions are explored with justification for the use of wearable devices to improve safety and health-related outcomes.

A research agenda is proposed for the adoption and use of wearables in the hospitality industry with the intention to generate meaningful interventions beyond corporate wellness, and the mitigation of employee privacy concerns to enhance wearable adoption.

Given the importance of consumer safety and health assurance in a post-pandemic business environment, hospitality and tourism organizations should place greater emphasis on protecting front line employees who will be essential in regaining economic viability.

Theoretical and practical foci should move beyond a simplistic view of hospitality and tourism worker safety and health that generally centers on wellness initiatives and other baseline strategies, toward a more holistic view benefitting the hospitality industry.

Extant concerns about hotel housekeeper safety and health, in addition to new concerns and threats in a post-pandemic work environment, are largely understudied and worthy of investigation.

ICTs play a key role in the tourism sector, influencing the labor context among other things. Hence, the purpose of this study: a review of the literature in which the topics of tourism, ICTs and human resources converge through an analysis of the articles published in the relevant journals, which are included in the Web of Science.

The 60 articles analyzed – published over a period of 31 years – were studied according to several criteria such as research methodology, statistical techniques used, topics dealt with, technologies addressed, authors and countries.

The topics under study were divided into four broad areas – technology and employees, technology and HR processes, technology and results and technology and organizational structure – the first, which focuses on how employees behave in relation to technology, received the most attention.

The literature review was confined to articles on the topics of tourism, ICTs and human resources published in 73 academic journals, leaving aside other research sources, e.g. books and papers presented at conferences. This study can be useful both in the academic field and for tourism firm managers – especially those in ICT and human resources.

Although there are several previous reviews of the literature on human resource management and ICTs in the tourism sector, none of them has jointly examined these three topics.

The purpose of this paper is to address the need of a reengineering of the software development process in a Mexican technology services company. In general, the main risk faced by small- and medium-sized software developers (SMEs) is the inability to meet delivery times or to adjust to project requirements, whether through lack of follow-up on the critical activities of the development process or through an inadequate distribution of workloads among members of the project team.

The methodology used to carry out the reengineering of the software development process is Hammer and Champy, which consists of six stages: introduction to the current situation of the company and the need for change; identification of the business processes; selection of the business process to be redesigned; understanding of the process selected; proposal for reengineering the business process selected; and the results of the comparison between the current situation of the process and the proposed reengineering of the process through the use of Business Process Model and Notation (BPMN 2.0).

Based on the results, the paper shows the importance of the analysis and implementation of the reengineering in a software development company. It describes step-by-step how to apply the methodology of Hammer and Champy in a business process through simulated scenarios, using BPMN 2.0. By carrying out the implementation of the proposed reengineering, the company would therefore save 45.12 percent of costs, 41.17 percent of time, and a better distribution of resources, at the same time guaranteeing the satisfaction of its clients.

The study addresses the current needs of small- and medium-sized software developers, providing a step-by-step guide to the implementation of a process reengineering methodology, performing an analysis and modeling of processes in BPMN 2.0 and providing results through a simulation of the critical process, with the aim to observe the flow of activities and the significant improvements that would be achieved by implementing the reengineering proposal. This simulation schema allows business owners to observe the potential of the changes and to verify the positive impact they would have on the company before beginning to make operational changes in the organization.

The purpose of this study is to investigate simultaneous relations between corporate governance (CG) practice and cash flow right, cash flow leverage (the divergence between control right and cash flow right of controlling shareholders). The two ownership measures reflect alignment and expropriation incentives of controlling shareholders. This study also examines the effect of multiple large shareholders (MLSs) on CG practice.

The study uses publicly listed companies (PLCs) excluding those from the Indonesian finance sector during 2011-2013 as the samples of the study. Two-stages least squares regression models were used to test the simultaneous relations between CG practice and ownership structure variables. The study develops a CG instrument to measure CG practice based on ASEAN CG Scorecard, that comprehensively covers OECD CG principles and that can be used for panel data.

CG practice has a positive influence on cash flow right and has a marginally negative impact on cash flow leverage, while cash flow right and cash flow leverage have a marginally negative impact on CG practice. Further, the existence of large MLS complements CG practice, but as the control right of the second largest shareholders becomes closer to the largest shareholder, the complement relation becomes less important. State- or foreign-controlled PLCs practice better CG than other PLCs.

Studies on CG/ownership structure need to treat CG and ownership structure as endogenous variables in their research design. In addition, the level of rule of law in a country should be taken into account when examining the relation between CG and ownership structure. The interrelation among CG, ownership structure, capital structure and firm performance has been studied in the context of dispersed ownership structure and strong rule of law. Thus, future study needs to examine the interrelation among these four concepts in countries with high concentrated ownership and weak rule of law.

To minimize the risk of expropriation, investors in the capital market need to select shares of PLCs that practice CG suitable for the ownership structure of PLCs, have high ownership by the largest shareholder and have no divergence between control and ownership right, and or have MLSs. PLCs may need to choose the level of CG mechanism in the context of their ownership structure and consider the benefits and costs implementing them.

The study supports the “one size does not fit all” perspective on CG and, thus, it supports the recently enacted financial service authority (FSA) rule requiring PLCs to follow the “comply or explain” rule on the CG code for PLCs. The FSA needs to enforce the compliance of PLCs with CG rules and encourage PLCs to implement CG in substance, not just in form. To strengthen the positive impact of good CG practice in attracting investments in capital market, the regulator needs to improve investor protection rules and ensure strong rule of law.

The study is the first to examine the simultaneous relation between CG practice and both cash flow right and cash flow leverage of the largest shareholder. It is also the first that investigates the impact of MLS on CG practice. It explores the complement and substitution relation between the two concepts in reducing agency costs. In term of research design, the study develops a CG instrument that is based on OECD CG principles, that can be used for panel data and that uses public information.

In this chapter, we review recent work examining the influence individual executive characteristics exhibit on acquisition behavior, often in service of their private interests. In doing so, we outline the findings of this limited research, explore possible alternative explanations and factors, and discuss several novel data collection and methodological techniques that scholars have advanced in the upper echelon context, in recent years. As we discuss, we believe that researchers can more fruitfully explore the underlying personal, psychological, and social factors that motivate acquisition activity, by augmenting current techniques with these methodological innovations.